Highly customizable, easy to use, easy to implement.
Jim Barber | TrustRadius Reviewer
August 06, 2019

Highly customizable, easy to use, easy to implement.

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureConnect

Certified Languages International (CLI) utilizes Pureconnect (CIC) to support and facilitate our Over the Phone Interpretation (OPI) services and support our Video Real-time Interpretation (VRI) services. CIC's ease of customization and management allows us to customize our voice systems to suit our business needs instead of modifying the business to meet our phone system. CIC is at the very core of our entire business model. It touches every aspect of our day to day operations. CIC faces both the internal employees and our customers and contract interpreters.

We use it to log on and log off our OPI interpreters, keep track of interpretation sessions, collect billing data, and facilitate the communications between our customers and our deep bench of interpreters. We leverage SOAP and custom objects in CIC to track our VRI interpreters as well.

We utilize ACD for call distribution to our Customer Service Representatives (CSR)s and Optimizer added to CIC to handle scheduling volumes for the same giving our customers a high degree of satisfaction. The deep integration with Structured Query Language (SQL) databases allows us to customize our data for billing and reports with off the shelf tools, saving us both time and money.

The ingrained ease of programming and modification allows us to quickly customize our product offerings to meet our customer's needs and expectations. We have added products ranging from complete SIP to SIP data interchange for billing information, language selection and customized customer info to customized Auto Attendant menus that are data-driven vs. hand-built solutions.

Self-serve customer options via IWP and scheduled reports allow us to provide data access to specific types of queries and recordings for use by the customer without bogging down our staff with requests allowing them to be more productive in day to day operations. The wonderful thing about CIC is how complete, easy to use, and robust the platform is. Honestly, it outshines the Myriad other platforms we could have went down the wrong path with.
  • Automated call distribution.
  • Data integration and reporting.
  • Real time monitoring of users, Lines, Line Queues, and subsystems.
  • Easy to use programming interface and tools for customization.
  • Easy to understand strait forward documentation with examples.
  • Homogeneous System Setup and administrative tools.
  • Switch over!!!!, an Active-Active Server configuration vs. the current active-passive (Primary/Secondary) is outdated given the state of the industry. Allowing for multiple CIC servers, Primary, and multiple secondaries would be ideal! Multi-site is a bit clunky and not engineering/administratively friendly or even full-featured.
  • Out of the box robust Bulls Eye routing.
  • Expansion of the IceLib to more areas of the system with deeper hooks.
Through the use of self service automation we built in customizations we reduced the need for CSR (FTE) within the organization. Allowing customers to seamlessly acquire language services quickly without having to wait for a CSR has greatly increased their satisfaction.

To us that means a higher percentage of our calls remain within SLAs and calls not requiring a CSR are more profitable.
We have used CIC since version 2.0. It was the only product that met our needs then and the only one that does now. The ACD engine in CIC is second to none. This allowed users to run lean and mean in regards to the number of CSRs that we had to employ, really affecting the bottom line.. The ability to customize the platform made it the only attractive solution for our business model and vertical.
CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration.

CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.

Genesys PureConnect Feature Ratings

Validate callers
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
5
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
8
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10

Using Genesys PureConnect

175 - Customer Service Representatives, Information Technology, C-Level Executives, Directors, Managers, Translators, Quality Control Agents, Business development, pretty much every person and function in the company.
3 - In-depth business knowledge of business units and how they function.
We have two highly experienced CIC engineers, one who is a certified Handler developer.
We have a combined experience with the CIC platform of 20+ years
We have one IT person that is capable of setting up users and new phones.
Network engineering with a high degree of QoS knowledge.
  • Customization capability
  • Data Integration
  • Ease of use.
  • Integration with a database of several thousand interpreters that makes outbound connections to them and our customers and connects them together
  • The use of UUI and customized SIP headers to allow re-sellers to utilize our services. So billing and re-branding happen seamlessly. Identification of the re-seller, their desired language for translation, custom billing fields and more are transferred real time in the invite of the call. That allows use to perform call treatments based on the re-seller and even on a particular customer of theirs.